Chapter Objectives

Safeguarding consumers while continuing to supply them with the goods and services they want, at the prices they want, is a prime social responsibility of business. Many companies recognize that providing customers with excellent service and product quality is an effective, as well as ethical, business strategy. Consumers, for their part, have become increasingly aware of their rights to safety, to be informed, to choose, and to be heard-and, increasingly, of their right to privacy. Government agencies serve as watchdogs for consumers, supplementing the actions taken by consumers to protect themselves and the actions of socially responsible corporations.

This chapter focuses on these key questions and objectives:

2 What are the major rights of consumers?

3 In what ways do government regulatory agencies protect consumers? To what extent should government protect consumers?

4 How can consumer privacy online best be protected?

5 Is there a product liability crisis, and what reforms, if any, should be made?

6 How have socially responsible corporations responded to consumer needs?